Disney Vacation Club review: Member services

Had a horrible first day at Animal Kingdom. They did not have my room and my family of five had to change rooms three times. Finally got into a room after 6PM. The front desk did give me my points for the day back, only to find out I can never use them. Because of all logistics, they were banked points and went back that way so by the time I booked my next vacation they were unusable points. Mind you it has not even been a year. Member Services just talks in circles and tells me that it’s my fault I did not use them and there is nothing they can do. It’s really frustrating!